The Technology Support Specialist, a fully on-site position, is a part of the End User Computing team (EUC) that creates, deploys, manages, and supports technology solutions for the staff and patrons of the General Library System (GLS) and the UW-Madison Libraries. The specialist is responsible for managing the hardware, software, and service offerings within library public and staff spaces, while supporting the technology needs of an evolving hybrid workforce. Additionally, the specialist engages with help desk student staff to triage and resolve desktop support requests, calls, work tickets, and other inquiries, while creating and augmenting workflows around technology troubleshooting and service delivery across macOS and Windows environments.
The Libraries at the University of Wisconsin-Madison are dedicated to the practices of social justice, diversity, equality, and respect among our staff, students, collections, and services. We strive to overcome historical and divisive biases in our society and embrace diverse points of view as assets to the fabric of our community. All positions will be called on to contribute to building this environment.
Plans, schedules, and monitors day to day operational, financial, and service delivery activities for a designated information technology service or services and facilitates customer and stakeholder communications to ensure business requirements are met according to customer needs and requests. May participate in the performance management process for unit employees.
10% Assists in the development of strategic planning initiatives and unit objectives for information technology services
20% Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
20% Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives
30% Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
20% Develops and creates best practice and user documentation for end user technology services for use in remote, hybrid, or in-person work circumstances
Provides technical escalation support to student workers at library technology help desk locations.
Assists in the supervision and coordination of student staff, including participation in hiring, training, and scheduling.
Manages and administers service desk support tools to ensure effective management of documentation, support requests, work tickets, and other inquiries.
Manages inventory and storage of equipment, including new, old, and in transition; supervises and coordinates old hardware recycling and repurposing.
Manages and administers the policies and services that govern technologies within the GLS, serving as technical liaison to other Library Technology Group (LTG) units.
Acts as liaison between technology support staff and library partners and stakeholders, by communicating system changes and outages.
Institutional Statement on Diversity:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.
The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.
Required Qualifications: -Experience in computer operations or technology support (student experience will be considered) -Experience with hardware and software troubleshooting -Experience coordinating or supervising the work of others
Preferred Qualifications: -A strong commitment to excellent customer service -Effective communication skills -Experience in user training and documentation preparation -Experience with computer administration and support (macOS and Windows) -Experience with IT Asset Management -Experience leading and motivating teams
Full Time: 100%
100% fully on site
Appointment Type, Duration:
Minimum $60,000 ANNUAL (12 months) Depending on Qualifications
The Library Technology Group is a dynamic group of IT and library professionals consisting of application development, digital collections development, and operations teams. We actively work within the UW-Madison and UW System library communities to facilitate the effective curation, management, deployment, discovery, delivery, and preservation of digital and physical collections. We provide innovative, effective solutions and excellent user support. We value an understanding of and respect for equity, diversity, and inclusion in the services we provide and the people we employ.
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of employer sponsorship) on or before the effective date of appointment.
How to Apply:
A cover letter and resume are required. Contact Melissa Ortiz ([email protected]) for more information. All applications must be submitted through the Jobs at UW applicant system. Click on 'Apply Now' to submit your materials. References will be collected from finalists at the time of the interviews.
The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.
Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.
Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.
The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
The University of Wisconsin–Madison has been a catalyst for the extraordinary since its founding in 1848. Our students, staff, and faculty partake in world-class education and conduct prolific research that solves real-world problems. Our guiding principle is the Wisconsin Idea, a commitment to outreach that creates a better future for our state, our nation, and the world. We value the contributions of each person and recognize that diversity is a source of strength, creativity, and innovation.